COMPLAINTS ARE A GREAT WAY

FOR YOU TO IMPROVE YOUR BUSINESS

Firstly, you need to see your customer’s complaint through their eyes.

Imagine that whatever the customer is complaining about has also happened to

you.

What would you be thinking and feeling? How would you react? How would

you expect to be treated? What would it take to satisfy you? What response

would be necessary for you to walk away feeling good about your complaint and

the company?

It is estimated that only 1.5% of all customers will try to take advantage of a

company through exaggerated claims. So, chances are, your customer’s

complaint is legitimate and realistic.

A customer’s complaint is usually a clear message on how you can

improve your services or products. If you are able to identify and meet customer

wants and needs, you will undoubtedly improve your business performance and

increase your customer base.

A satisfied customer usually means repeat business.

In most cases, the information that you can obtain through a customer’s

complaint is impossible to get through any other means. You are being

presented with a real opportunity to prove your commitment to your customer by

addressing these concerns, even when the complaint may seem minor or

trivial.

Complaints that customers bring directly to you are the most efficient and

least costly way of obtaining information and understanding customer

expectations.

So, appreciate the fact that your customer bothered to tell you first, and

take full advantage of the situation.

For information on how you can increase your Business Performance and

Customers, contact Dennis Chiron at

dennis@marketingmeansbusiness.net.au

Mobile: 0451 184 6599

Web: www.marketingmeansbusiness.net.au